Just as we nurture every plant with care, we are committed to ensuring your complete satisfaction. If your garden companion arrives not quite as expected, we’re here to help it—and you—flourish.

At The Planters Shop, we take immense pride in selecting and sending healthy, vibrant plants to our global community of gardeners. We understand that sometimes, despite our best efforts, you may need to return or exchange an item. This policy is rooted in our core values of trust, transparency, and care, mirroring the same attention we give to our Feature Trees, Cottage Perennials, and delicate Indoor Houseplants.

Key Policy Summary

  • Return Window: 15 days from the date of delivery.
  • Condition: Items must be in their original, resalable condition.
  • Process: Contact us first for a Return Authorisation (RA) number.
  • Refunds: Issued to the original payment method within 14 business days.
  • Non-Returnable Items: Certain live plants and personalised items (see below).

The Returns & Exchanges Process: A Step-by-Step Guide

Step 1: Initiate Your Request (Within 15 Days)

Please contact our friendly, plant-loving customer care team within 15 days of receiving your order. Reach out via email at [email protected] with your order number and details about the item you wish to return or exchange.

Step 2: Receive Your Return Authorisation (RA)

After reviewing your request, we will email you a Return Authorisation (RA) number and detailed instructions. Please do not send any items back without this RA number, as we cannot process unauthorised returns.

Step 3: Pack and Ship Your Return

Please pack the item securely in its original packaging, if possible, including all plant tags and care instructions. Clearly write the RA number on the outside of the box. Ship the package to our nursery at:

The Planters Shop – Returns
85 Gaffney Street
NORTH GEELONG, AU 3215
Australia

You are responsible for the return shipping costs unless the return is due to our error (e.g., incorrect or damaged item shipped). We recommend using a trackable shipping service.

Step 4: Our Inspection & Your Resolution

Once we receive your return, our team will inspect it with the same care we inspect our Roses and Natives. This process typically takes 3-5 business days. We will then notify you via email about the status of your refund or exchange.

  • For Refunds: The refund will be processed to your original payment method.
  • For Exchanges: We will ship the replacement item to you promptly. If the desired item is out of stock, we will offer a refund or store credit.

Request Template

To help your request grow smoothly, please use the template below when emailing us.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Planters Shop Team, I would like to request a return/exchange for an item from my order. Order Number: [Please insert] Name: [Your Full Name] Email: [Your Email Address] Item for Return/Exchange: – Product Name: [e.g., ‘Blue Flax Lily’ from Grasses & Flaxes] – Reason for Return: [e.g., Damaged on arrival, Incorrect item received, Change of mind] I have read and understand the Returns & Exchanges Policy. Please provide the Return Authorisation number and instructions. Thank you, [Your Name]

Refund Timeline & Method

After we approve your return, please allow up to 14 business days for the refund to be processed and appear in your account. The timing depends on your financial institution.

  • Credit/Debit Card (Visa, MasterCard, JCB) & PayPal: Refunds are issued directly back to the original payment account.
  • You will receive an email confirmation once the refund has been initiated.

Items We Cannot Accept for Return

Just as some plants are uniquely sensitive, certain items require special consideration and cannot be returned for health, safety, or practical reasons. These include:

  • Live Plants with Signs of Post-Delivery Stress or Perishability: This includes most items from categories like Annuals & Potted Colour, Fruits & Vegetables (if harvested or planted), and Cottage Perennials & Annuals that show signs of decline due to environmental changes after delivery. (We encourage you to contact us immediately if your plant arrives damaged or unhealthy—we have a separate Damaged Goods policy to assist you.)
  • Personalised or Made-to-Order Items: Such as certain Topiary or pre-ordered Feature Trees.
  • Items Not in Original Condition: Plants that have been repotted, substantially altered, or are missing their original identification tags.

🌱 Gardening Tip: If you’re unsure about a plant’s health upon arrival, please contact us within 48 hours with photos. We are often able to provide care advice or arrange a suitable solution without the need for a return.

Exchanges

We are happy to exchange an item for a different variety or size, subject to availability. The process follows the same steps as a return. Once we receive the original item, we will dispatch the new one using your preferred shipping method. Any price difference will be charged or refunded accordingly.

Need Help? Let’s Grow Through This Together

We’re here to ensure your gardening journey is as rewarding as watching a Climber reach new heights. For any questions about returns, exchanges, or the health of your plants, please don’t hesitate to reach out.

Email: [email protected]
Address: 85 Gaffney Street, NORTH GEELONG, AU 3215

We are committed to nurturing a fair and satisfactory resolution for every concern.

Last Updated: October 2023

🌱 The Planters Shop – Where every plant tells a story, and your satisfaction is deeply rooted in our values.

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